CX Governance & Execution

Magister Consulting’s CX Governance Model is grounded in the principles of its CX Maturity Assessment Framework, with a particular focus on achieving the highest maturity level (“Leading”) defined within the “Governance & Execution” focus area. This ensures that governance is positioned not merely as a supporting function, but as a strategic enabler of sustainable customer experience excellence. For organizations that have not yet completed the maturity assessment, the model begins with a diagnostic phase—analyzing the current state of CX-related governance structures, processes, and accountability mechanisms.

Based on this assessment, the model identifies the processes and practices essential for establishing high-performing CX governance. These are then translated into tailored governance processes that promote both strategic direction and operational consistency. The model also defines the optimal organizational structure—clarifying roles, responsibilities, and escalation pathways to drive effective decision-making and program ownership. To ensure accountability and monitor progress, the framework includes the setup of CX-specific metrics, objectives, and reporting mechanisms. By enabling visibility, alignment, and continuous feedback, these tools empower management to keep the organization on course and on schedule.